HFM: most-reported complaints
- Complaints in recent reviews
- 70% of 122 recent reviews analysed
- Most-reported issue
- Support unhelpful 38% of complaints
- Company replies
- 96% of negative reviews, typically within 2 days
- TrustScore
- 4.1 from 2,960 total reviews
- Review window analysed
- 2026-03-10 to 2026-11-06 122 reviews
- Sector
- Banking & Money
Automated analysis of 122 public Trustpilot reviews published 2026-03-10 to 2026-11-06. TrustScore 4.1 from 2,960 total reviews — see the Trustpilot page. Quick answer: is HFM legit? Issues below reflect what reviewers reported, not findings of wrongdoing.
Reviewers most often report that support is unhelpful, citing 32 instances which account for 38% of the 85 identified complaints. Issues with accounts and apps were the second most frequent concern, with 27 reports representing 32% of complaints. Billing errors were reported 23 times, making up 27% of the total complaints, while support being unreachable accounted for 16 reports or 19% of the issues.
Trustpilot has posted a consumer alert on this company’s profile. See the Trustpilot page for the current notice.
What are the most common complaints about HFM?
| Issue | Share | Count | Trend | By month |
|---|---|---|---|---|
| Support unhelpful | 38% | 32 | rising since 2026-09 | |
| Account/app problems | 32% | 27 | falling | |
| Billing errors | 27% | 23 | rising since 2026-09 | |
| Support unreachable | 19% | 16 | steady | |
| Refunds delayed | 8% | 7 | rising since 2026-09 | |
| Other | 8% | 7 | falling |
Support unhelpful
32 reports · 38% of complaints“deposits made through the broker's official flow shouldn't just disappear without a clear resolution”
The company replied on 2026-09-02: “Dear Rabi, we understand your concern regarding the deposit and the frustration caused by the delay. We take matters involving client funds very seriously. As this concerns specific transaction…”
Our classifier read this reply as a substantive response.
It promised: to escalate.
2 readers marked this review helpful on Trustpilot.
“My deposit is not reflecting”
The company replied on 2026-08-11: “Dear Client, We understand your concern and we apologise for the delay. Please note that the matter is still under escalation from the external payment provider's side. Rest assured that once we have…”
Our classifier read this reply as a substantive response.
It promised: to escalate.
2 readers marked this review helpful on Trustpilot.
“Removing stop losses and Take profits so the trades dont close off.”
1 reader marked this review helpful on Trustpilot.
Account/app problems
27 reports · 32% of complaints“refusing to pay people with big amounts of withdrawals and locking up their capital in this economy?!”
The company replied on 2026-06-01: “Thank you for sharing your feedback with us. We apologize for any inconvenience you experienced. Ensuring a seamless trading experience is our priority, and we're committed to addressing your…”
Our classifier read this reply as a template response.
3 readers marked this review helpful on Trustpilot.
“your account has been frozen simply because "their team suspects you."”
2 readers marked this review helpful on Trustpilot.
“HFM support provided generic policy responses attributing the issue entirely to market depth”
The company replied on 2026-10-26: “Thank you for bringing your experience to our attention. We understand how frustrating it can be when execution-related concerns arise during periods of heightened market volatility. At HFM, we take…”
Our classifier read this reply as a template response.
1 reader marked this review helpful on Trustpilot.
Billing errors
23 reports · 27% of complaints“your account has been frozen simply because "their team suspects you."”
2 readers marked this review helpful on Trustpilot.
“deposits made through the broker's official flow shouldn't just disappear without a clear resolution”
The company replied on 2026-09-02: “Dear Rabi, we understand your concern regarding the deposit and the frustration caused by the delay. We take matters involving client funds very seriously. As this concerns specific transaction…”
Our classifier read this reply as a substantive response.
It promised: to escalate.
2 readers marked this review helpful on Trustpilot.
“I have been withdrawing for a long time since July 2026 but didn't receive any cent of it”
The company replied on 2026-08-05: “Dear Client, We were unable to locate any client experience that matches the details that you have provided. Kindly provide the correct details that we have requested through TrustPilot so that we…”
Our classifier read this reply as a deflection.
2 readers marked this review helpful on Trustpilot.
Support unreachable
16 reports · 19% of complaints“I try to contact support in all ways but every attempt was useless.”
The company replied on 2026-11-10: “Thank you for bringing this to our attention. We sincerely regret any inconvenience you encountered regarding your financial losses and concerns about the legitimacy of our services. Your experience…”
Our classifier read this reply as a template response.
2 readers marked this review helpful on Trustpilot.
“THEY DO NOT COMPLETE MY WITHDRAWAL, ALSO DON'T REPLY TO MY EMAIL.”
The company replied on 2026-11-10: “Dear Client, Thank you for bringing your concerns about withdrawals to our attention. We understand the importance of timely and hassle-free withdrawals for our clients, and we sincerely apologise…”
Our classifier read this reply as a substantive response.
1 reader marked this review helpful on Trustpilot.
“Still they do not complete my withdrawal also don't reply to my email ticket”
The company replied on 2026-11-10: “Dear Client, Thank you for bringing your concerns about withdrawals to our attention. We understand the importance of timely and hassle-free withdrawals for our clients, and we sincerely apologise…”
Our classifier read this reply as a substantive response.
1 reader marked this review helpful on Trustpilot.
Refunds delayed
7 reports · 8% of complaints“there is no solution for this case after 2 weeks”
The company replied on 2026-08-19: “Thank you for bringing this to our attention. We’re truly sorry to hear about your experience. Following your review, our team reached out to you directly via phone and WhatsApp in an effort to…”
Our classifier read this reply as a deflection.
2 readers marked this review helpful on Trustpilot.
“Still they do not complete my withdrawal also don't reply to my email ticket”
The company replied on 2026-11-10: “Dear Client, Thank you for bringing your concerns about withdrawals to our attention. We understand the importance of timely and hassle-free withdrawals for our clients, and we sincerely apologise…”
Our classifier read this reply as a substantive response.
1 reader marked this review helpful on Trustpilot.
“ongoing delay and repeated rejection of my withdrawal request”
The company replied on 2026-09-22: “Dear Client, We acknowledge your concerns regarding the delay in processing your withdrawal request and understand the frustration this situation has caused. Our team attempted to contact you by call…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
1 reader marked this review helpful on Trustpilot.
Other
7 reports · 8% of complaints“Worst FX broker, manipulation chart in real trade, not recommended ever, fix ur chart hfm”
The company replied on 2026-09-04: “Thank you for sharing your feedback with us. We apologize for any inconvenience you experienced. Ensuring a seamless trading experience is our priority, and we're committed to addressing your…”
Our classifier read this reply as a template response.
2 readers marked this review helpful on Trustpilot.
“the zero spread account has already been charged a commission but the spread still exists”
The company replied on 2026-04-09: “Dear Gede Juliantara, thank you for your feedback. We regret any inconvenience you encountered with the zero spread issue. Our goal is to provide a smooth trading experience, and we are eager to…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
1 reader marked this review helpful on Trustpilot.
“Poor spillage..”
The company replied on 2026-04-15: “Thank you for your review. We're sorry to hear about the trouble you experienced. Your concerns are important to us, and we’re committed to making things right. Our team will contact you shortly to…”
Our classifier read this reply as a template response.
1 reader marked this review helpful on Trustpilot.
How to reach HFM
These are the contact details HFM publishes on its Trustpilot profile, as of our last check on 2026-11-10 — phone +35724400561, email [email protected], address Spirou Kyprianou 50 Irida 3 Tower 10th Floor, Larnaca, 6057, CY.
The company claimed its Trustpilot profile on 2022-05-12 and last replied to a negative review on 2026-11-03. Trustpilot ranks it 2 of 9 in Finance Broker. We last checked this profile on 2026-11-10 and found 0 new reviews. These are facts Trustpilot publishes about the profile, as of our last harvest.
Forum footprint: 0 MoneySavingExpert forum discussions mention this company (browse). Roughly 0 of the top, relevance-sorted search results were posted in the last 90 days — an approximate figure by construction, not a true recency count.
TrustScore over time
4.2 → 4.1 across 10 census measurements since 2026-10-02. Our own record, independent of Trustpilot’s display.
Reply behaviour over time
Solid: % of negative reviews replied to. Dashed: typical days to reply. Both as reported on this company’s Trustpilot profile, recorded whenever our census re-checked it and a figure had changed — the gaps between points are not equal:
Show all 10 dated readings
2026-10-02 (99%, 1.5d) · 2026-10-11 (98%, 1.5d) · 2026-10-14 (98%, 1.5d) · 2026-10-17 (98%, 1.5d) · 2026-10-20 (99%, 1.5d) · 2026-10-23 (97%, 1.5d) · 2026-10-29 (99%, 1.6d) · 2026-11-01 (97%, 1.5d) · 2026-11-04 (99%, 1.5d) · 2026-11-07 (96%, 1.5d).
Severity: 65% of this company’s 85 graded complaints were classified as severe (money lost, an essential service cut off, or a problem unresolved for months). See the harm index.
Reviewers here waited a median of 1.7 days between the experience and publishing their negative review (86 reviews record both dates).
Measured reply time: across 83 negative reviews that received a public reply, the median wait was 1.5 days — the company profile reports an average of 2 days.
Reply quality: of 83 company replies to negative reviews analysed, 17% engaged with the specific problem and 64% were generic templates.
Review provenance: 23 company-invited reviews in the recent window average 4.78★, while 99 organic (uninvited) reviews average 1.57★.
Sector benchmark: support unhelpful makes up 38% of this company’s complaints vs a 28% median across 176 ranked companies in its sector.
Review velocity: 587 of this company’s 2,960 Trustpilot reviews (20%) were written in the last 12 months.
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See all companies by issue: Support unhelpful · Account/app problems · Billing errors · Support unreachable · Refunds delayed · Sector table: Banking & Money in the UK
Compare HFM with…
Method: reviews are classified into a fixed complaint taxonomy by an automated reader; every category shown is backed by at least two verbatim quotes from distinct reviews. Trends are computed from dated review counts only. Negative reviews are deliberately over-sampled for evidence depth; headline percentages use an unbiased recent sample only. Report updated 2026-11-07.